Please send your CV in English.
We're only accepting Portugal-based candidates.
Mission
We're looking for a Head of Customer Support to build our support function from scratch and define how our company interacts with customers.
Our product combines hardware and cutting-edge software, so support isn't just answering tickets—it's diagnosing real-world issues across devices, connectivity, and payments.
You'll set the tone, build the systems, and create a scalable support operation that delivers a fast, structured, and high-quality experience as we grow.
You'll work closely with Operations, Engineering, and Product to ensure customer issues are not only solved—but prevented.
Key Responsibilities
Build the support function from the ground up: establish a customer-centric attitude, define processes, workflows, and the overall operating model across Level 1 (operations team) and Level 2 (escalation to tech team).
Support consists of both inbound customer requests as well as outbound customer success activities.
Own the support stack:select and implement tools (e.g., Zendesk, Freshdesk, Jira), and design ticketing, routing, and automation.
Own the support stack: select and implement tools (e.g., Zendesk, Freshdesk, Jira), and design ticketing, routing, and automation.
Define how we communicate with customers: set the tone of voice, structure responses, and ensure clear, consistent, and professional interactions—especially in critical situations.
Though we are a tech company, we should communicate with our customers in a clear and understandable manner.
Run day-to-day support operations: ensure tickets are handled efficiently, SLAs are met, and quality is consistently high.
Act as the escalation point for critical issues, coordinating across internal teams and ensuring fast, structured resolution.
Turn support into a source of insight: identify recurring issues, uncover root causes, and feed them back into Product, Hardware, and Operations.
Build and scale the team over time: hire, coach, and structure a high-performing support team as we grow.
What We're Looking For
7+ years in technical support, with experience in fast-paced or scaling environments
You'vebuilt or significantly improved a support function(not just operated one)
Strong experience with support tools (e.g., Zendesk, Freshdesk, Jira) and SLA-driven environments
Comfortable inhybrid hardware + software contexts(IoT, devices, or similar is a big plus)
Tangible proof of a customer-centric / obsessed mindset
Able to move betweentechnical problem-solving and customer communication
Data-driven: you use metrics to prioritize and improve
Strong communicator—clear, structured, and calm under pressure
Fluent in English
How You Work
You bringhigh energy and a positive attitude, even in demanding or high-pressure situations
You know how toinfluence and reassure customers, turning difficult conversations into constructive outcomes
You takeownership,don't wait for perfect structure, andsolvethe problem.
You simplify complexity and bring order to messy environments
You're hands-on but think in systems and scalability
You communicate clearly, stay calm under pressure, and know how tobuild trust quickly
You naturally connect dots across teams and push things forward
What You'll Get
The chance tobuild a critical function from (close to) zero
Real ownership and direct impact on customer experience and product evolution
A product at the intersection of AI, hardware, and retail
A fast-moving environment where decisions turn into action quickly